CallHippo vs. Genesys Cloud CX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
CallHippo
Score 7.3 out of 10
N/A
CallHippo is an on-demand Voice-over-Internet Protocol (VoIP) based Virtual Phone System. CallHippo allows startups and businesses to get local phone numbers instantly from over 50+ countries around the world. The vendor says the easy to use interface and robust backend architecture enables businesses to set up their phone system within less than 3 minutes. The CallHippo platform allows deployment of a flexible telephony network, wherever an…N/A
Genesys Cloud CX
Score 8.5 out of 10
N/A
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
$75
per month
Pricing
CallHippoGenesys Cloud CX
Editions & Modules
No answers on this topic
Genesys Cloud CX 1 - Voice
$75
per month (billed annually) per user
Genesys Cloud CX 2 - Digital
$95
per month (billed annually) per user
Genesys Cloud CX 2 - Digital + Voice
$115
per month (billed annually) per user
Genesys Cloud CX 3 - Digital + WEM
$135
per month (billed annually) per user
Genesys Cloud CX 3 Digital + WEM + Voice
$155
per month (billed annually) per user
Offerings
Pricing Offerings
CallHippoGenesys Cloud CX
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup Fee$5 Per NumberNo setup fee
Additional DetailsPricing plans can also be billed hourly.
More Pricing Information
Community Pulse
CallHippoGenesys Cloud CX
Top Pros
Top Cons
Features
CallHippoGenesys Cloud CX
Call Management
Comparison of Call Management features of Product A and Product B
CallHippo
6.9
5 Ratings
20% below category average
Genesys Cloud CX
-
Ratings
Answering rules7.15 Ratings00 Ratings
Call recording6.15 Ratings00 Ratings
Call park7.35 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
CallHippo
5.4
5 Ratings
42% below category average
Genesys Cloud CX
-
Ratings
Mobile app for Android5.45 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
CallHippo
-
Ratings
Genesys Cloud CX
8.1
388 Ratings
3% below category average
Agent dashboard00 Ratings7.9371 Ratings
Validate callers00 Ratings7.9322 Ratings
Outbound response00 Ratings7.6287 Ratings
Call forwarding00 Ratings8.3312 Ratings
Click-to-call (CTC)00 Ratings8.4251 Ratings
Warm transfer00 Ratings8.5358 Ratings
Predictive dialing00 Ratings7.8212 Ratings
Interactive voice response00 Ratings8.3304 Ratings
REST APIs00 Ratings8.2255 Ratings
Call scripts00 Ratings8.3284 Ratings
Call tracking00 Ratings8.5348 Ratings
Multichannel integration00 Ratings8.3280 Ratings
CRM software integration00 Ratings7.8270 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
CallHippo
-
Ratings
Genesys Cloud CX
7.8
368 Ratings
6% below category average
Inbound call routing00 Ratings8.5343 Ratings
Omnichannel inbound routing00 Ratings8.1261 Ratings
Recording00 Ratings8.5348 Ratings
Quality management00 Ratings8.0318 Ratings
Call analytics00 Ratings7.9329 Ratings
Historical reporting00 Ratings7.6342 Ratings
Live reporting00 Ratings7.8337 Ratings
Customer surveys00 Ratings6.6202 Ratings
Customer interaction analytics00 Ratings7.6244 Ratings
Best Alternatives
CallHippoGenesys Cloud CX
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.5 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
CallHippoGenesys Cloud CX
Likelihood to Recommend
5.5
(5 ratings)
8.6
(412 ratings)
Likelihood to Renew
8.9
(2 ratings)
7.2
(37 ratings)
Usability
-
(0 ratings)
9.1
(68 ratings)
Availability
-
(0 ratings)
8.3
(6 ratings)
Performance
-
(0 ratings)
8.1
(6 ratings)
Support Rating
1.0
(1 ratings)
7.1
(97 ratings)
In-Person Training
-
(0 ratings)
7.7
(4 ratings)
Online Training
-
(0 ratings)
7.6
(10 ratings)
Implementation Rating
-
(0 ratings)
8.2
(18 ratings)
Configurability
-
(0 ratings)
8.2
(5 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
7.6
(13 ratings)
Ease of integration
-
(0 ratings)
5.1
(7 ratings)
Product Scalability
-
(0 ratings)
8.3
(6 ratings)
Professional Services
-
(0 ratings)
7.6
(10 ratings)
Vendor post-sale
-
(0 ratings)
8.3
(7 ratings)
Vendor pre-sale
-
(0 ratings)
8.3
(7 ratings)
User Testimonials
CallHippoGenesys Cloud CX
Likelihood to Recommend
CallHippo
Calling abroad to international clients, while we use international number then response rate increases. Also, the client also prefers their country's number to respond. The pricing part is less appropriate. I believe they should be charged only for calling services. The name is also not suitable like what is Hippo means in the name. The person who uses this service is a Hippo?
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Genesys
As I said, I really like the platform because you consolidate everything in the same place. But for Brazil, it still has to adapt. For example, the time zone, the dialing rules. Dialing control is still not clear, it is not transparent. It still needs to evolve.
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Pros
CallHippo
  • No positive sides at all.
Read full review
Genesys
  • One thing that we really love is the bot capabilities. On our inbound calls for our contact center, we've got a voice spot, and that routes all of our calls for us. We've managed to move away from a traditional IBR and move to a single question for the majority of cases and the customers go through so much faster. So at the moment, the time it takes for a customer to get to our queue is about 27 seconds. Previously that was well over a minute. We've seen huge improvements with it.
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Cons
CallHippo
  • Waiting for iOS mobile app
Read full review
Genesys
  • Mostly just little things I'd like to see. I know that, obviously, moving from one platform to another one, there's going to be bumps where we're used to doing something one way we have to learn the new way. So that hasn't been too much of a problem, but there are little quirks I think could be better.
  • I think searching through the menus could be a little easier instead of always having to go back to the main menu so then go to the next menu. That could be a little easier. And mostly just other little tweaks like with gamification on some of the scorekeeping would be a good thing.
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Likelihood to Renew
CallHippo
It's the need of my team to perform well and it's increasing the possibility of getting more business. Clients also have more trust while responding when they saw their country's number rather than any other country's unknown number.
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Genesys
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
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Usability
CallHippo
No answers on this topic
Genesys
Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
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Reliability and Availability
CallHippo
No answers on this topic
Genesys
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
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Performance
CallHippo
No answers on this topic
Genesys
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
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Support Rating
CallHippo
Their support is built around trying to prove why the customer (who is not getting the service promised at the price promised) is wrong. For that they pass with flying colors. For actually supporting the user though they are horrible. They come up with creative scenarios to overcharge the credit card while not giving a service.
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Genesys
Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
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In-Person Training
CallHippo
No answers on this topic
Genesys
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
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Online Training
CallHippo
No answers on this topic
Genesys
I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
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Implementation Rating
CallHippo
No answers on this topic
Genesys
The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
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Alternatives Considered
CallHippo
All of them. This seemed to be the best until they got us down.
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Genesys
We actually evaluated quite a few products before we moved to Genesys Cloud CX. We had a vendor selection process which went for about six months, and it was pretty rigorous. Five9 was one of them. I think we didn't check out Topdesk so that they were out of the picture, but I think Nice inContact was also there as part of that. So those were the two top contenders. We like Genesys for their workforce management. Five9 - I think they were using some age-old software, to be honest, that was not as automated as Genesys, so we liked it.
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Contract Terms and Pricing Model
CallHippo
No answers on this topic
Genesys
Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
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Scalability
CallHippo
No answers on this topic
Genesys
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
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Professional Services
CallHippo
No answers on this topic
Genesys
Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
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Return on Investment
CallHippo
  • Call to all countries supported making it easy to connect.
  • Last resort to make calls
  • Easy to use
Read full review
Genesys
  • That's a good question. I've been with the company for seven months. I don't know if there's been a huge impact on ROI or finances.
  • Now, in Genesys, I need a carrier that fits directly into Genesys. So, for us, that's going to cut the costs of having a traditional SBC with a traditional Telco. Genesys offers us that. You can't do that with another traditional telephone system. So one of the advantages, I think, for the dollar, is that I can bring my own carrier that fits directly into Genesys and eliminate the physical layer, so I can also play with my channels on that side. I can manage my telephone according to the times of year when the call centers are busier or less busy. From a financial point of view, that can be a positive thing.
  • In terms of return on investment, the company I work for had already been on Genesys PureConnect for years. So moving to PureCloud was a logical one because PureConnect was disappearing. I'm not sure if I have the answer, whether we've made savings or huge savings. One thing's for sure: ease of use, the whole customer experience aspect, the fact that we can chat and interact by email, these are things that weren't possible with the old versions. That's a positive thing.
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ScreenShots

Genesys Cloud CX Screenshots

Screenshot of Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability